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Create custom conversation tags

Last Update: Oct 2024 Est. Read Time:
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Custom tags are a way for you to quickly identify a conversation. Once tags are added to a conversation, you can create a search filter to group these conversations together for better organization.

You can add up to 20 tags to a conversation by selecting Add Tag. Here, you can either choose from a list of existing tags, or create a new one by typing it in. Pressing the Tab key will create a new tag and apply it to the conversation.

Note: The tag name can't exceed 64 characters.

Once added, you can remove a tag by hovering over it and selecting X.

Conversation tags cannot be deleted, but they can be deactivated. You can modify tags or turn them off and on in Settings > Workspace > Tags.

You can no longer add or remove a deactivated tag from a conversation. A deactivated tag cannot be searched for directly, but it will still show up in reports and in broad searches (like Conversation > Tags > Is Set) if it was never removed from a conversation. This allows for historical data from conversations to be unaltered while sunsetting a tag that your organization no longer needs.

Select Edit  to change a tag's name or color. Updating a tag name will apply the new tag name to all conversations containing that tag. You can change a tag's color by selecting one predefined options shown in the Tag Color drop-down menu.

You can also use automation like business rules to automatically tag conversations that match a given criteria. Learn more in Explore the business rules template gallery.